We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 371485 results
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Decision Reference DRN-4793610
9 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4793610 The complaint Mrs E complains on behalf of herself and Mr E that Nationwide Building Society authorised a payment on her credit card which took her over the credit limit. What happened In September 2023 Mr E and Mrs E went on a cruise. Mr E fell ill and had to spend some time i... (3 pages)View decision -
Decision Reference DRN-4811132
9 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4811132 The complaint Mr O complains that Barclays Bank UK PLC gave him misleading information about a balance transfer. What happened Mr O holds a credit card account with Barclays. In November 2023 he contacted Barclays via the online app to ask when his promotional interest free per... (3 pages)View decision -
Decision Reference DRN-4810844
9 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4810844 The complaint Mrs N complains that American Express Services Europe Limited (AESEL) charged her a £12 fee for a returned direct debit and provided her with misleading information. What happened On 26 October 2023 Mrs N made a manual payment of £10,000 to her AESEL credit card a... (2 pages)View decision -
Decision Reference DRN-4771780
9 Jun 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4771780 The complaint Miss G complains that Zopa Bank Limited (“Zopa”) defaulted her account and sold the debt to a third party. What happened Miss G applied for a loan with Zopa on 14 February 2020. The loan was for the sum of £20,000 with monthly repayments of £375.88 due on the 14 t... (2 pages)View decision -
Decision Reference DRN-4823162
8 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4823162 The complaint Mr J complains about the way One Insurance Limited (“One Insurance”) has handled a claim under his motor insurance policy. What happened Mr J’s truck was broken into in 2023. He contacted his insurer, One Insurance, to make a claim. One Insurance instructed one of... (2 pages)View decision -
Decision Reference DRN-4714433
8 Jun 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4714433 The complaint Mr W complains that Lendable Ltd trading as Zable (“Zable”) declined his application for a credit card. What happened Mr W applied for a Zable credit card on 12 December 2023. His application was initially approved but subsequently declined. Mr W complained to Zab... (2 pages)View decision -
Decision Reference DRN-4842005
7 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4842005 The complaint Miss W complains about Lloyds Bank PLC treating her unfairly by dictating how she repays the debit balance on her bank account and not agreeing to her repayment offer. What happened I issued a provisional decision on 20 May 2024, and this is what I said: I’ve cons... (4 pages)View decision -
Decision Reference DRN-4675476
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675476 The complaint Miss A complains about Monzo Bank Ltd. She says Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund the money that was lost. What happened The details of what happened are well known to all parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-4823452
7 Jun 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4823452 The complaint Mr G complains that Tesco Underwriting Limited (“Tesco”) has increased his premium due to undisclosed claims. What happened Mr G took out a car insurance policy with Tesco. When he had an accident in 2023, he tried to make a claim. Tesco looked into things and sai... (2 pages)View decision -
Decision Reference DRN-4562165
7 Jun 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4562165 The complaint Mr M complains that Mitsubishi HC Capital UK Plc, trading as Novuna Vehicle Solutions, ended his hire agreement and left him without a car. What happened In August 2019 Mr M hired a car under a regulated hire agreement with Novuna. The minimum hire period was thre... (2 pages)View decision
